SUMMARY:

• I can provide technical support, log new incidents, issue status updates, offer first call resolution I maintain a friendly, positive, and helpful attitude even in high - pressure situations and with difficult callers Software Installation, Application Error Troubleshooting, Remote Screen Share Assistance, Conduct User Antivirus, Firewall, VPN, OS Updates, Virus and Spyware Removal, Device Driver installation,
• Performance Tuning Computer Purchasing, Deployment, Imaging, PC Refresh, Inventory Tracking, Asset Management, License Management Operating system support - Windows (all versions), Confidential OS X, iOS, Android, LINUX, DOS Mobile Devices - Laptop, iPad, Android, Air Card, iPhone, Blackberry, Windows Phone, Device Synchronization Presentation Support - Video Projectors, Audio and Video Conferencing, Multimedia support, Meeting Setup Active Directory, User Accounts, Mailboxes, Network Printers, File Sharing, File Encryption, File Backup & Recovery Microsoft Office Support - Word, Excel, PowerPoint, Outlook (archiving, syncing, folder sharing, managing spam)

WORK EXPERIENCE:

Care Advisor

Confidential

Responsibilities:

• Provided first level phone support for mobile devices - iPhone, iPad, iPod touch Diagnosed and resolved technical issues involving internet connectivity, email, app downloads, and file synchronization Handled account issues such as password resets for iTunes, iCloud, and Confidential ID

Tech Services Agent

Confidential

Responsibilities:

• Virus and spyware removal (rep Confidential files, restore internet connectivity, repair internet browsers) Diagnostic and repair service (operating system problems, application errors, system hardware troubleshooting) Premier PC setup (setup and configure new computers purchased at Staples) PC tune up and system optimization (improve computer performance by removing unneeded files and applications) Software and peripheral device setup (install printers, input/output devices, software applications such as MS Office)

Tier 1 Technical Support Advisor

Confidential

Responsibilities:

• Served as an Confidential Care Advisor providing first level phone support for mobile devices - iPhone, iPad, iPod touch Diagnosed and resolved technical issues involving internet connectivity, email, application downloads, and file synchronization Handled account issues such as password resets for iTunes, iCloud, and AppleID

Covert Fulfillment Agent

Confidential

Responsibilities:

• Set up and repaired all types of computers (Windows, Mac), both hardware (device drivers) and software (operating system errors) Installed new devices such as printers, wireless routers, mobile devices (tablets, media players, smartphones, digital cameras, etc.) Educated customers on basic computer usage such as web browsing, email accounts, file and setting synchronization, system security

Personal Technology Expert

Confidential

Responsibilities:

• Provided first level phone and chat support to clients such as retail customers and partner store associates Removed computer viruses and malware, configured wireless home networks, installed devices and device drivers Diagnosed system problems and offered the appropriate service to customers

Tier 1 Tech Support Agent

Confidential

Responsibilities:

• Worked for a leading technology company providing first level technical support for IOS devices (phone, tablet, media player) Offered purchase advice and technical guidance to customers wishing to share data among several devices Assisted callers with online account issues such resetting passwords and cloud-based data backup and recovery

Advisor

Confidential

Responsibilities:

• Served as the first point of contact for cardholder inquiries such as account balance and card status (active, dormant, cancelled, etc.) Offered services such as card replacement, benefit posting dates, transaction details, and disputed transaction claim processing

Level 1 Technical Support Agent

Confidential

Responsibilities:

• Served in the OpenTable.com inbound call center, handling issues such as website problems, application support, computer hardware Assisted restaurants with booking reservations, scheduling equipment, floor layouts, table scheduling, website profile management Assisted restaurant customers with making online reservations, redeeming gift cards, and finding promotional dining offers

IT Support Specialist

Confidential

Responsibilities:

• Provided technical support to small businesses, former colleagues, home-office clients, general public Installed and configured wireless networks; Installed and repaired PCs, laptops, printers, wireless equipment Removed viruses and spyware; Secured PCs by installing service packs, windows updates, and antivirus applications

Local Technology Coordinator

Confidential

Responsibilities:

• Provided 2nd level desktop support to 1000 employees in the Louisville and Cincinnati offices Installed Windows XP workstations using Symantec Ghost (Ghostcast server) and SMS server Conducted new employee technology orientation sessions (computer, network, and phone usage)

Help Desk Analyst

Confidential

Responsibilities:

• Provided 1st level phone support to all corporate and branch employees (tellers) Logged and documented all support issues in a ticketing system (CA Unicenter)

Desktop Support Technician

Confidential

Responsibilities:

• Configured, tested, and inventoried 350 PCs in a warehouse environment Applied Symantec Ghost images to deploy Windows XP Pro computer workstations Programmed and tested 100+ network laser printers, label printers, wired and wireless barcode scan guns

Help Desk Analyst

Confidential

Responsibilities:

• Provided 1st level phone support for all users and systems Established the IT Help Desk to support local and remote users Created group policies in the active directory; Set up workstations Maintained AV equipment (projectors, etc.) and assisted with the setup of AV presentations and classes

Help Desk Analyst

Confidential

Responsibilities:

• Provided a full range of IT services, including help desk and deskside support for 200+ users Helped establish an IT Help Desk and used a helpdesk application to log incoming technical support calls Oversaw the purchase, installation, and maintenance of all computer software and hardware Created a comprehensive inventory of computer information (serial numbers, licenses, warranties, etc.) Migrated personal computers (200+ desktops and notebooks) to Windows XP using standard images Issued and supported a number of wireless devices including laptops, PDAs, cell phones, etc.